Customer Advisor

Job description

An exciting opportunity has arisen to join a leading utilities supplier as a Customer Advisor, our client is currently seeking a Customer Advisor to work in Hinckley initially then there will be a relocation to Ansty, Coventry so please ensure that you can commute to both areas. The role is to cover maternity leave for 12 months and is a full-time working between the hours of 8am and 8pm. Contract paying £10.40 per hour = £20067 per annum pro rata.

About the Role

A role which will see you providing a high level of customer service across ERR and Connections processes within the East area. Providing support and guidance to our customers who may have an enquiry or complaint linked to one of these processes. The role holder will be accountable for the delivery of customer service and adherence to our regulatory standards.

Key accountabilities

• Assisting with complaint and enquiry handling in Operations, working closely with the Operational team and CLOs.
• Analysing trends and then work with the Customer Liaison Officers to look to create and share messages out to the Operational field force/Supervisors.
• Supporting Customer meetings and documenting actions to communicate out.
• Enabling and supporting new initiatives/trials and record accurate MI.
• Assisting with a new process of obtaining and capturing fast customer feedback and recording for analysis purposes with the Customer Liason Officers.
• Actively demonstrate and promote the company values.
• About you
• Strong verbal and written communication skills.
• Strong interpersonal skills
• Knowledge of policies and procedures and their application in the field.
• Understanding of the Regulated Guaranteed Standards of Service.
• Good standard of education, demonstrated by GCSE or equivalent in key subjects including English.
• Experience of working in a Customer facing role.

About You

• Ability to plan your own workload and balance conflicting priorities with minimal real time supervision
• A strong team player who is capable of building and maintaining working relationships inside and outside your team
• Effective communication techniques, either over the phone or email.
• Strong letter writing skills
• Experience of delivering excellent customer service and can demonstrate a strong customer focus and can actively listen to customers
• You will have the confidence and capability to deal with many and varied sets of customer circumstances and advise the customer on a range of options that apply to their situation
• Able to use appropriate questioning to identify exact customer needs and explain what is involved in the process and or their chosen option
• Ability to provide written communication and letter writing skills
• Use of Microsoft software